Frequently Asked Questions

1. 10X STAR$ PROMOTION ON ECAPITAMALL PURCHASE
- The promotion is valid from 20 June to 2 July 2020 (both dates inclusive) for purchases made on eCapitaMall.
- Min. of $20 spent (normal CapitaStar rule) is required for eCapitaMall purchase.
- You can accumulate up to a maximum of 5,000 STAR$ a day. PAssion Card-CapitaStar members whom have activated their privileges can accumulate up to a maximum of 7,500 STAR$ a day.

2. ALL AMERICAN EXPRESS CARD MEMBERS PROMOTION 
- Promotion is valid from 1 July to 31 July 2020 (both dates inclusive) (“promotion period”) for payments made with an eligible American Express Card and promotion code ”AMEXCL10” on eCapitaMall platform.
- Promotion is open to individuals who hold a personal Basic and/or Supplementary American Express Card issued by American Express International Inc., in Singapore (excluding American Express Corporate Cards, American Express Singapore Airlines Business Credit Card and American Express Cards issued by DBS Bank Limited, United Overseas Bank Limited and Citibank Singapore Limited).
- Limited to first 800 redemptions only, on first-come-first-serve basis, through promotion period.
- Limited to one (1) redemption per Card Member per day through promotion period (1 July to 31 July 2020).
- Promotion code is not transferable or redeemable for cash and/or credit.
- Promotion is not valid with any other promotion, discount, rebate and/or offer.
- The following transaction is not considered eligible transaction or eligible spend for the purpose of the promotion:
a) Transaction which are subsequently cancelled or refunded.
- American Express and eCapitaMall reserve the right to change the Terms and Conditions at any time without prior notice. Should there be any dispute, the decision of American Express and eCapitaMall shall be final.
- American Express does not assume liability and American Express Card Members shall not make any claim whatsoever for (i) injury or bodily harm or (ii) loss of damage to property, howsoever caused, arising from, or in connection with these benefits and privileges.
- All information is accurate as at time of publishing or posting online.

3. AMERICAN EXPRESS CapitaCard 10X STAR$ PROMOTION
Till 31 July 2020, American Express^® CapitaCard members will earn up to 10X STAR$^® for every S$1 spend (capped at S$300 of purchases) on eCapitaMall.

4. STAR SURPRISE
- The sales of STAR surprise is from 8 to 12 July 2020 (both dates inclusive), while stocks last.
- Delivery will only be from 13 July onwards. 
- No exchange or return is allowed for STAR surprise.
- Information stated in this Promotion is correct at the time of printing and is subject to change without prior notice.

5. TRIPLE BONUS
Dates:
• 1st Qualifying Wave: 3 July 2020 to 31 July 2020 (both dates inclusive) (“Promotion Period”)
• 2nd Qualifying Wave: 1 August 2020 to 31 August 2020 (both dates inclusive) (“Promotion Period”)

Promotion:
- This Promotion is exclusive to CapitaStar Members (referred to as “Eligible Shopper”). All shoppers can download the CapitaStar mobile application and sign up within the App as a CapitaStar member to qualify and participate in this promotion.
- Eligible Shoppers must spend a minimum of Singapore Dollars Fifty Dollars ($50) in one single receipt across any three (3) different days in eCapitaMall during either Waves of the Promotion
Period to qualify to receive the Reward in the relevant spending tier. Eligible Shoppers can redeem up to $30 eCapitaVoucher (eCV) in eCapitaMall in each of the Wave.
- The Promotion Mechanics are as follows:
• 1st receipt (Day 1): Spend minimum $50 in a single receipt to redeem $5 eCV (“Reward”), in the 1st spending tier, while stocks last.
• 2nd receipt (Day 2): Spend minimum $50 in a single receipt to redeem $10 eCV (“Reward”), in the 2nd spending tier, while stocks last.
• 3rd receipt (Day 3): Spend minimum $50 in a single receipt to redeem $15 eCV(“Reward”), in the 3rd spending tier, while stocks last.
- Shoppers transacting on eCapitaMall  do not need to scan their invoice receipt(s) received in their CapitaStar registered email to qualify for the redemption as the eCV will be awarded on the same day of checkout and purchase on a first-come-first served basis.
- The next spending tier and “Reward” of the Promotion for eCapitaMall will be automatically unlocked on the next day as the Eligible Shopper satisfies the current spending tier. The spending tiers will be unlocked strictly in the order of appearance as shown in the Promotion Mechanics.
- eCV awarded from this Promotion will expire in three months from the date of issuance. Eligible Shoppers can visit the Vouchers tab in the CapitaStar App main screen for more information on the eCV and the expiry date.
- Limited to the first 700 redemptions per Promotion Period, per tier in eCapitaMall. It is on a first-come-first-served basis and redemption of the Reward is subject to availability of the Reward.
- Redemption for eCapitaMall purchases is only valid with minimum Singapore Dollars Fifty Dollars ($50), net amount for every check-out order (after any discount applied).
- Each Eligible Shopper is entitled to one redemption per tier, per day, at eCapitaMall for each Wave of the Promotion Period:
- Shoppers shopping on eCapitaMall do not need to scan their receipts sent to their email registered with CapitaStar to qualify for the redemption as the eCV will be awarded on the same day of successful purchase and on a first-come-first served basis. The eCV reward shall be clawed back for purchase cancellations or returns made on eCapitaMall.com.
- Information stated in this Promotion  is correct at the time of printing and is subject to change without prior notice.
- Please click here for full set of terms and conditions.

Q: Do I have to be a CapitaStar Member to make a purchase on eCapitaMall?

A: You may still check out your items as a guest. However, you are encouraged to sign up and log in as a CapitaStar member to save your cart, check your order status and be awarded STAR$ for your purchase. STAR$ awarded can be redeemed for CapitaVoucher/eCapitaVoucher.

Q: When will i receive my order? 

A: You can expect to receive your order within 5-7 business days after receiving our order shipped notification email.   

Q: If I did not receive my order, what do I do?

A: You may check the status of your order via your eCapitaMall account page if you checked out as a logged in CapitaStar member. If you checked out your order as a guest, you can reach out to our customer service agent via Contact Us. We will be in touch with you within 3 business days.   

Q: If I received a wrong order, what do I do?

A: You may reach out to our customer service agent via Contact Us and we will be in touch with you within 3 Business Days.

Q: Do you offer warranty for electronics products?

A: Warranties are provided by retailers/manufacturers directly. You can check on the product description page or contact the individual retailers on the warranty that they are providing. You may also reach out to our customer service agent via Contact Us on your enquiry to the retailers. 

Q: My order has been cancelled after receiving my order confirmation. What do I do? 

A: Your order could be cancelled by the retailer due to the item being out of stock. You will receive your refund within 30 days depending on your mode of payment. You may attempt to re-order the item if it is restocked on eCapitaMall.

Q: How can I earn STAR$?

A: Simply spend a minimum of $20 on eCapitaMall and earn 5 STAR$ for every SGD1 spent immediately upon check out.

STAR$ are awarded based on the net purchase value after deduction of discounts and rounded down to the nearest dollar.

You need not scan the invoice received in your email for purchases via eCapitaMall.

Q: When will my STAR$ be credited into my account?

A: STAR$ will be reflected in your CapitaStar account summary on the same day after completion of your purchase.

Q: I forgot to login before I check out, can I still earn my STAR$?

A: In order to earn STAR$, customers must log in as CapitaStar Member before checking out their purchases.

Q: I cannot login to my CapitaStar account, what should I do?

A: You may reset your password via the CapitaStar Portal.

Should you still face any difficulty logging in to your account, please check out CapitaStar Technical Support or email us at retail@capitaland.com. 

Q: How do I update my account details?

A: For Shipping Address and Cart details, you may update them via eCapitaMall - My Account.

You may update your Email, Mobile No via the CapitaStar App or CapitaStar Web.

Q: Why is my eCapitaMall invoice rejected in the CapitaStar app to earn STAR$?

A: Unlike purchase via the physical retail stores, you do not need to scan the eCapitaMall invoice as STAR$ are awarded within the same day upon check out via eCapitaMall.  

Q: I did not receive my STAR$ in my account after making a purchase as a CapitaStar member. What do I do? 

A: You may reach out to our customer service agent via Contact Us to check on your STAR$ awarding status and we will reply you within 3 business days.  

Q: What are the shipping methods?

A:

No	Shipping Method	Availability
1	Delivery (5 to 7 working days upons successful placement of orders)	Available for all Product on eCapitaMall
2	In-Store Collection	eCapitaMall’s in-store collection will be coming soon in 3Q 2020.

Q: I see my item status as delivered, but I have not received my order. What do I do?

A: Please share with us the details via Contact Us and we will resolve it for you.

Q: How can I see my order shipping status?

A:

Checked Out as	Methods
CapitaStar Member	You may view your orders via your “My Order” in your eCapitaMall Account Page.
Guest	Please reach out to our customer service agent via Contact Us for further assistance.

 

Q: What is the shipping fee?

A: Shipping is free for all orders with no minimum spend for the launch promotional period. Upon the end of the promotional period, there will be a minimum spend required for free delivery. Check out this section (FAQ) for the latest update.

Q: Do you offer international delivery?

A: We offer delivery to local Singapore addresses at this moment on eCapitaMall.

Q: What if I entered the wrong address or name in my order?

A: Please reach out to our customer service agent via Contact Us for further assistance.

 

Q: Can I return my purchase?

A: Items purchased at eCapitaMall can be returned within 7 days from delivered date unless otherwise stated in the product description as item is non-returnable. Please check the product detail page before initiating a return through Contact Us and we will be in touch with you within 3 business days. 

For change of mind or defect product, please note that we will only accept returns that:

1. Have not been opened
2. Have all seals and tags intact (if any)
3. Is unworn, unwashed or unaltered (if applicable)
4. Includes any of the following that came together with your products :
    a. Free gifts
    b. Warranties
    c. Tags
    d. Manuals
    e. Any other accessories

Items that are not eligible for return
1. Food & Beverages
2. Undergarments/Innerwears
3. Personalised Items
4. Products that has been marked as "Non-Returnable" in their product display page by retailers. 

NOTE: eCapitaMall reserves the right to reject any return or refund if the returned item does not meet the above return requirements. 

Q: How do I return my purchase?

You may initiate the return request via the Contact Us and we will be in touch with you within 3 business day on the return procedures.  

Refunds for successful returns will be processed within 30 days from the receipt of a successful return email notification. Should the reason for return be a change of mind, the refunded amount will deduct the return shipping rates for the item from the return address to the retailer address.

Q: When can I get my refund for returned parcels?

A: Upon receipt of the returned product in acceptable condition, the refunded amount might take up to 30 days to be credited to your account, depending on your payment provider and its processing time.

Q: How much is the return shipping rate?

A: Return shipping rates is dependent on the volumetric weight of the package.

Q: How should I pack the item for return?

A: Wrap your package in another layer of external packaging like plastic or box to avoid damage to the parcel during transportation. Any damages to the product upon return will not be entitled for refund.

Q: How much will I be refunded if I used a discount voucher or promo code to make my purchase

A: You will be refunded with your paid price excluding the discount voucher or promo code if you return the item.

Q: Can I get an exchange instead of a refund?

A: You may request for an exchange only for same value items or as per the service specifications of each retailer. Please refer to the product description to check on whether exchange is allowed by the retailer for your purchased product.

You may reach out to our customer service agent via Contact Us for further assistance.

Q: How do I find the size details?

A: Please check the size guide included on the product detail page to take reference for sizing.

Q: If I have more questions about the product details, who do I contact?

A: You may visit or call the respective store in CapitaLand Malls to enquire or reach out to our customer service agent via Contact Us for further assistance.

Q: The product is out of stock, but there is no notification button and I would like to be notified when available?

A: There is no notification as the retailer does not have additional stock that will be coming in.

Q: When will a product that is out of stock and with availability notification be restocked?

A: Do leave us your email and you will receive a notification when the stock is available.

Q: What mode of payment do you accept?

A: We currently accept all major credit/debit cards supported by American Express, MasterCard and Visa.

Q: I am unable to make payment for my orders. What should I do?

A: You may wish to try checking out again or use another credit card. Alternatively, please reach out to our customer service agent via Contact Us  and we will be in touch with you. 

Q: How do I get updates about the latest offerings by eCapitaMall?

A: 

Check Out as	Method A	Method B
CapitaStar Member	Select the consent option during check out process	You may opt in via your “My Account” --> "Edit my preference" --> Click on the consent check box and save your preference.
Guest		Please reach out to our customer service agent via Contact Us

Q: How can I unsubscribe from your mailing list?

A: Please reach out to our customer service agent via Contact Us for further assistance.